New ABA Survey: Majority of Consumers Highly Satisfied with Their Bank

September 12, 2017

An overwhelming majority — 89 percent — of American consumers rate their bank’s service and support as “good,” “very good,” or “excellent,” according to new data from ABA and Morning Consult. The same number also said they were satisfied with their primary bank.

When asked to identify up to three attributes they value most about their bank, customer service was ranked the most important among 50 percent of consumers, followed by location (43 percent), little or no fees (38 percent), security of account and personal information (38 percent) and technologies like mobile banking and online account access (21 percent).

“America’s banks have embraced a customer-centric model that emphasizes streamlined and user-friendly experiences,” said ABA SVP Nessa Feddis. “Industry innovations have made it easier than ever for consumers to manage their money and make payments. Banks’ hard work to meet and exceed customers’ expectations has had a clear impact.”